QA Manager (BPO)

Call Axis is looking for a skilled QA Manager to lead our Quality Assurance department and ensure the highest service standards across all customer interactions. The ideal candidate will have strong leadership, analytical, and communication skills to manage quality across voice and non-voice BPO campaigns.Key ResponsibilitiesSupervise the QA team to monitor and evaluate agent performance.Conduct regular audits on calls, chats, and emails to ensure service quality.Identify performance gaps and provide actionable feedback to improve quality metrics.Collaborate with the operations and training teams to enhance agent effectiveness.Maintain quality calibration sessions with internal teams and clients.Prepare QA performance reports and share insights with management.Ensure adherence to company policies, client standards, and data protection rules.Drive continuous process improvement and quality initiatives.RequirementsBachelor’s degree in Business, Communication, or related field.2+ years of QA experience in a BPO setup (at least 2 years in a managerial role).Strong command of QA processes, metrics, and tools.Excellent communication, coaching, and analytical skills.Ability to handle multiple projects and clients simultaneously.Key SkillsQuality Monitoring & AuditingData Analysis & ReportingTeam Leadership & CoachingProcess ImprovementClient CommunicationCompany: Call AxisLocation: 3rd Floor, Stone Ove Plaza, 6th Road, Satellite Town, RawalpindiJob Type: Full-time